Position Summary

We are seeking a highly motivated and strategic Customer Success Team Lead to oversee our Enterprise Segment Client Success Partner team. This role is critical in driving retention, operational excellence, and team performance across our largest and most strategic dental practice partners. The Team Lead will manage and develop a team of Client Success Partners while partnering closely with Enterprise Account Managers to ensure best-in-class customer experience, scalable processes, and consistent achievement of business outcomes.

Responsibilities
Team Leadership & Development

• Lead, coach, and develop a team of Client Success Partners supporting enterprise and strategic DSO customers
• Set clear performance expectations, monitor KPIs, and provide ongoing feedback and mentorship
• Foster a high-performance, customer-centric culture focused on accountability and continuous improvement
• Partner with leadership on hiring, onboarding, and training new team members

Client Relationship Oversight

• Oversee the health and performance of child accounts across enterprise customers
• Support escalated customer interactions and serve as a senior point of contact for critical issues
• Partner with Enterprise Account Managers to align on account strategy and retention plans

Operational Excellence & Escalation Management

• Establish and enforce best practices for managing customer health and Salesforce workflows
• Ensure timely triage and resolution of escalations with a focus on root cause analysis
• Drive process improvements to increase efficiency and scalability

Data Analysis & Reporting

• Monitor team and account-level performance metrics, identifying trends and risks
• Deliver reporting and insights to leadership on retention and engagement
• Use data to inform strategic decisions and optimize initiatives

Growth & Retention Strategy

• Drive retention and expansion across enterprise child accounts
• Collaborate with Account Managers on cross-sell and upsell opportunities
• Develop programs to improve customer engagement and long-term value

Market Feedback & Cross-Functional Collaboration

• Aggregate voice-of-customer feedback and share with internal teams
• Partner cross-functionally to improve products and services
• Advocate for both the customer and the team within the organization

What you'll do

• Lead and manage a team responsible for retention of child accounts under the enterprise and strategic segment (such as DSOs)
• Drive execution of a team-based motion that delivers a best-in-class customer experience
• Build strong relationships with key stakeholders and step in on escalated accounts
• Leverage data-driven insights to guide priorities and mitigate churn risk
• Oversee Salesforce workflows and ensure effective management of customer health
• Partner with Enterprise AMs on strategy and growth initiatives
• Ensure operational excellence with a focus on quality, speed, and consistency
• Coach team members on communication, problem-solving, and account management
• Drive outreach programs to increase retention and product adoption
• Capture and elevate actionable customer feedback

Qualifications

Education: Bachelor's degree in Business Administration, Marketing, or a related field

Experience: 3-5+ years of experience in customer success, account management, or a client-facing role, with at least 1-2 years in a leadership capacity. Experience in the dental industry or healthcare technology is a plus

Leadership Skills: Proven ability to lead and develop high-performing teams

Communication Skills: Excellent verbal and written communication skills

Interpersonal Skills: Strong ability to build rapport and trust with stakeholders

Problem-Solving: Strategic thinker with a proactive, solution-oriented mindset

Technical Aptitude: Comfortable using tools such as Salesforce to drive decisions

Organizational Skills: Highly organized with the ability to manage competing priorities

Team Player: Collaborative leader who thrives in cross-functional environments

What We Offer

• Competitive salary and benefits package
• Opportunity to work with a dynamic and innovative team in a rapidly growing industry
• Professional development and growth opportunities
• A collaborative and supportive work environment
• The chance to make a significant impact on the success of our enterprise clients

Req ID: J-1093

For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off-ensuring our team members are supported no matter where they live and work.